Fake reviews are a frustrating reality for many businesses. You may receive feedback from someone you never serviced or even from what appears to be a non-human source. Whether it’s a malicious bot or someone who mistakenly left a review for the wrong business, it's important to know how to respond appropriately and protect your reputation.
Sometimes, you’ll know without a doubt that a review is fraudulent. Perhaps the name is unfamiliar, the details are completely off, or it contains language typical of spam or bots. When this happens, follow these steps:
Each review platform (Google, Yelp, Trustpilot, etc.) has its own terms of service and procedures for handling fake or inappropriate reviews. Visit their Help or FAQ section to find the official process for flagging or disputing a review.
Most platforms allow you to mark a review as spam, inappropriate, or irrelevant, which may trigger a moderation process or review by their support team.
If the review is clearly fake and you're able to report it, don’t waste time or energy crafting a response. Engaging with bots or bad-faith actors can draw more attention to the review and even backfire by making your business look defensive.
The best move is to let the platform do its job. If the review is taken down, the problem solves itself without further action from you.
Take a screenshot and note the date and time. While platforms can be slow to act, having documentation helps if the issue escalates or you decide to take further steps (e.g. legal action for repeated attacks).
If you're not sure whether the review is fake, consider using a guide or checklist to help identify red flags. Some signs include vague language, identical wording across platforms, or a mismatch between the service described and what your business actually provides.
Sometimes a review feels suspicious but could be a genuine misunderstanding. In these cases, approach the situation carefully and professionally:
Copy a portion of the review and paste it into a search engine. If the exact same wording appears across multiple business profiles, it’s a strong sign of spam or copy-paste bot activity.
If you confirm it's duplicated content, report it immediately to the review platform.
If the review seems questionable but not obviously fake, it’s wise to post a measured, courteous reply. Acknowledge that you don’t have a record of working with the reviewer, and express a willingness to investigate the issue. For example:
"Thank you for your feedback. We have checked our records and can’t find any transaction or interaction matching your details. It's possible there may have been a mix-up with another business. If you believe this review was meant for us, please feel free to contact us directly so we can resolve any concerns you may have."
This type of response shows professionalism, builds trust with potential customers, and keeps the tone respectful even in uncertain situations.
Fake or mistaken reviews can feel unfair, but responding calmly and following the proper channels can minimize their impact. Whether it's flagging an obvious fake or politely addressing an unclear complaint, your approach says a lot about your business. A thoughtful, non-emotional response can even turn a negative situation into a display of your integrity.